Canterbury City Council (25 012 269)
Category : Other Categories > Other
Decision : Closed after initial enquiries
Decision date : 19 Jan 2026
The Ombudsman's final decision:
Summary: We will not investigate Miss X’s complaint about the impact of traffic measures on her disability. There is insufficient evidence of fault in the way the Council made their decision.
The complaint
- Miss X complains the Council failed to make reasonable adjustments to its traffic control measures.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- The Council has a Traffic Regulation Order which limits vehicular access in the city centre.
- Miss X has a health condition that makes it difficult for her to be outside. She asked the Council to allow her access to the restricted roads so she could reach her destination using the shortest possible route. Miss X explained that not being able to use these roads increased her travel time and made it harder for her to access the community.
- The Council considered Miss X’s request but decided it would not allow her vehicular access to the restricted roads. It explained the public safety concerns and feasibility issues it had considered when making this decision.
- While I recognise Miss X is unhappy with the Council’s decision, I have seen insufficient evidence of fault in the way the decision was made.
Final decision
- We will not investigate Miss X’s complaint. There is insufficient evidence of fault to justify investigating.
Investigator's decision on behalf of the Ombudsman